Banking Customer Satisfaction Research Articles

Easiness of Apps Usage, Reliability, Safety and Security Towards Customer Satisfaction on Online Banking in Malaysia: A Preliminary Study

People nowadays prefer to use online banking apps as their main applications to transfer money, make payments while shopping, pay their bills and else. Meanwhile, the banks also compete to upgrade their system so that the customers will keep using them without any hesitation or complaint. The main focus of this study is to find out the easiness of app usage, reliability, safety and security towards customer satisfaction with online banking in Malaysia. The research objectives were to analyze the factors that contribute to customer satisfaction in online banking, to examine the influence of ease of app use, reliability and safety and security towards customer satisfaction on online banking services, and to investigate the relationship between effectiveness, reliability and safety and security towards customer satisfaction on online banking. Thus, the preliminary was done using 47 respondents with various backgrounds to undertake the study. The findings have shown that all variables in the questionnaire have good and excellent internal consistency with the Cronbach alpha showing more than 0.80. The frequency distribution has also been done using the mean and ranking of each statement. Most of the statements agreed by the respondents on all parts of the questionnaire ranged from 3.00 to 4.32. This study is expected to benefit various parties, especially the banking sector and the end-users of online banking services.

Analysis of the Role of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Loyalty in West Java Islamic Banks

This study examines the influence of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Customer Loyalty in Islamic banks in West Java. Using a quantitative research approach, data were collected from 230 respondents through a structured survey, with responses measured using a 5-point Likert scale. The analysis was conducted using Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to test the proposed hypotheses. The findings indicate that both Sharia Product Innovation and Service Digitalization significantly enhance Customer Satisfaction, which in turn positively influences Customer Loyalty. While product innovation has a stronger effect on satisfaction, both factors contribute meaningfully to loyalty. Customer Satisfaction serves as a critical mediator in the relationship between these variables and loyalty. The study provides practical insights for Islamic banks seeking to improve customer engagement and retention through innovation and digital service enhancements.

Impact of customer satisfaction on commercial banks in Nepal: Insights from a survey-based study

This study investigates how various service quality dimensions affect customer satisfaction in commercial banks across Nepal. The objective of this study is to examine the impact of key service quality dimensions (responsiveness, empathy, assurance, communication, and overall service quality) on customer satisfaction in commercial banks in Nepal. A survey-based quantitative approach was employed, collecting data from 399 customers in Nepal. The study utilizes multiple linear regression analysis and hypothesis testing to determine the relationship between these factors and customer satisfaction. The results indicate that communication, assurance, and service quality positively influence customer satisfaction, with a moderate mean score of 2.317949 out of 5 and moderate variability (SD = 0.479612). These three factors are key contributors, accounting for 41.5% of the variation in satisfaction, whereas empathy and responsiveness have weaker or insignificant impacts. The study concludes that enhancing communication and service quality is crucial for improving customer satisfaction, which is essential for sustainable growth in Nepal’s financial sector.

Market Segmentation and Customer Satisfaction: A Study of the Sudanese Banking Industry

The aim of this study is to examine four influential dimensions on which customer satisfaction in Sudanese banks is built; those are the market segmentation criteria, consumer behavior, the banking products offered, and the customers’ perception of those products. This study employed a quantitative approach. Regression analysis alongside the correlation technique has been used to collect the data from a sample of 420 bank customers to establish the relationships between these factors and customer satisfaction. The findings demonstrate positive significant links between segmentation criteria, consumer behaviour, banking offerings, customer perception, preferences and customer satisfaction. In turn, positive perception is created, which leads to acceptance of the services and increases overall satisfaction. These findings highlight the significance of identifying and managing these factors to increase the level of customer satisfaction in the case of Sudanese banks.

Bibliometric analysis of service quality and customer satisfaction in Islamic banking: a roadmap for future research

Purpose This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking. Design/methodology/approach Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation. Findings The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions. Research limitations/implications Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study. Practical implications This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored. Originality/value This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

Effect of Electronic Banking Service Quality on Customer Satisfaction in Deposit Money Banks

The study reviewed the effect of electronic banking service quality on customer satisfaction in deposit money banks. The study aims to examine the effect of automated teller machines (ATMs)on customer satisfaction in deposit money banks and to examine the effect of point of sale (POS) on customer satisfaction in deposit money banks. The study's methodology is based on the results of the previous studies; therefore, the paper is conceptual in nature. Moreover, the study found that automated teller machine (ATM) has a positive effect on customer satisfaction and also, point of sale (POS) has a positive effect on customer satisfaction. Therefore, the study concluded that electronic banking service quality has a positive effect on customer satisfaction in deposit money banks based on the findings of the study. The study recommends that banks should find ways of improving their services especially in ATM and POS to provide better satisfaction to their customers, through improvement on ICT and providing more machines to reduce overload in the banking halls.

Factors affecting customer satisfaction of mobile banking in Nepalese commercial banks

This study investigates the factors affecting customer satisfaction of mobile banking in Nepalese commercial banks. Customer satisfaction is selected as dependent variable. The independent variables are service quality, system availability, security, ease to use and website features. The primary source of data is used to assess the opinions of the respondents regarding mobile banking and level of customer satisfaction in Nepalese commercial banks. The study is based on primary data of 15 Nepalese commercial bank, leading to a total of 120 observations. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the significance and importance of service quality, system availability, security, ease to use and website features on customer satisfaction in the context of Nepalese commercial banks. The study showed that service quality has a positive impact on customer satisfaction. It indicates that better the quality of service, higher would be the customer satisfaction. Similarly, the result showed that system availability has a positive impact on customer satisfaction. It indicates that higher the availability of system, higher would be the customer satisfaction. Likewise, security has a positive impact on customer satisfaction. It indicates that higher the security, higher would be customer satisfaction. The result also showed that ease to use has a positive impact on customer satisfaction. It indicates that user friendly system leads to higher customer satisfaction. Similarly, website features has a positive impact on customer satisfaction. It indicates that better the website features, higher would be the customer satisfaction.

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

Examining the mediating role of customer empowerment: the impact of chatbot usability on customer satisfaction in Jordanian commercial banks

Examining the mediating role of customer empowerment: the impact of chatbot usability on customer satisfaction in Jordanian commercial banks

The Effect of Implementation of Good Corporate Governance And Sharia Compliance On Customer Satisfaction of Bank Syariah Indonesia Sub-Branch Office Medan Cemara Asri

Both commercial banks and Islamic banks, good corporate governance (Gcg) and sharia compliance (SC) are fundamental elements. The effect of sharia compliance and good corporate governance on customer satisfaction and loyalty at Bank Syariah Indonesia Medan KC Cemara Asri, after processing and statistical analysis of the data obtained from the questionnaire answers in the IBM SPSS Statistics 25 program is at Bank Syariah Indonesia Sub-Branch Medan Cemara Asri, good corporate governance has a positive and significant effect on customer loyalty is one of the positive and large effects of good corporate governance features at Bank Syariah Indonesia Sub-Branch Medan Cemara Asri, Medan. At Bank Syariah Indonesia Sub-Branch Medan Cemara Asri, customer satisfaction is positively influenced by the Sharia Compliance variable. In accordance with the name of the institution, Bank Syariah Indonesia Sub-Branch Medan Cemara Asri has carried out sharia compliance well. The customer loyalty variable is positively and significantly influenced by the sharia compliance variable. The stronger the foundation, the more customers will trust the bank to be involved in their transactions. These elements are the basis for assessing the satisfaction of bank customers in using bank services during transactions. The questionnaire is one of the techniques or procedures that researchers can use to collect data in this study. Validity test, reliability test, normality test, classical assumption test, multiple linear regression test, hypothesis test, and coefficient of determination test are procedures used for data analysis. In this study, quantitative research was used.

Customer Satisfaction and Service Quality in Online Banking - A Dual Challenge

The main aim of this paper is to find out the relationship between the customer satisfaction and service quality. how the customer are satisfied by the quality service provided by the providers ,they should fill the gap between the expectation and perceptions of services regarding the online financial services. For this study convenient sampling is used ,data was collected from 100 respondents where as percentage method considered for this analysis. finally the results shows that the customers are highly satisfied with services of the online banking sector The allover satisfaction of the customers mainly are continues improvement for quality service, easy to access the website, more on saving time is high factor of satisfied ,even though the services are very advanced but there is some dissatisfaction regarding security, and charges for using online services

Sharia Banking Internal Auditors' Perceptions Regarding the Influence of Auditors' Sharia Knowledge Education on the Effectiveness of Sharia Compliance Inspections

Islamic banks need to ensure that their operations comply with sharia principles to increase loyalty and satisfaction of sharia bank customers. Internal audit has one of the functions of ensuring sharia compliance has been fulfilled in sharia banking by carrying out sharia compliance checks. One of the challenges in internal audit in carrying out its function is the lack of qualified sharia auditors who have adequate sharia knowledge. In this context, education in sharia science for auditors becomes very relevant. This research aims to identify the influence of formal and non-formal sharia education for auditors on increasing the effectiveness of auditing compliance with sharia principles in sharia banking according to the perception of internal auditors. The method used is a quantitative method by distributing questionnaires to internal auditors in conventional commercial banks that have Sharia Business Units. Based on the results of this research, the variable perception of formal sharia science education does not have a significant effect on the effectiveness of sharia compliance checks, the perception of non-formal sharia science education has a significant effect on the effectiveness of sharia compliance checks. Furthermore, simultaneously the variables of perception of formal sharia education and non-formal sharia science education have a significant effect on the effectiveness of sharia compliance.

The Effect of Perceived Risk and Customer Experience on Loyalty Intention for Mobile Banking: The Moderating Role of Customer Satisfaction

In the banking industry, providing a range of conventional and high-tech services is crucial to ensure customer satisfaction. One area that requires attention is mobile banking services, which need to offer an engaging experience to keep customers satisfied and loyal. However, empirically, the evidence regarding the impact of the role of mobile banking customer satisfaction on loyalty intention seems to leave room for improvement. Research indicates that customer experience and the risks involved can have a significant impact on consumer satisfaction and loyalty intention. The study is conducted using explanatory research methodology, employing a quantitative approach and adhering to the positivist paradigm. This methodology aims to elucidate the causal relationship between variables, both through direct and indirect means. The research data was analyzed using PLS-SEM, which stands for Partial Least Square Structural Equation Method. The findings indicate that perceived risk has a detrimental influence on customer satisfaction, whereas customer experience has a beneficial effect. Research has demonstrated that customer satisfaction has a clear and substantial impact on the intention of customers to remain loyal. While all indirect links are supported, it is not possible to establish a direct relationship between perceived risk and customer experience on loyalty intention. The significance of customer satisfaction lies in its ability to connect perceived risk and customer experience results with loyalty intention. This study explores the implications for literature and management about mobile banking applications and the integration of perceived risk and customer experience in shaping customer satisfaction and loyalty in the banking sector. These advancements emphasize the significance of excellent customer experiences in enhancing customer happiness and loyalty. Companies must enhance client experience and strive to surpass expectations. Gaining a comprehensive understanding of the concept of "customer satisfaction" and its role as a mediator can help marketing and customer relationship management strategies effectively retain and attract customers.

Determinants of Online Banking Service Quality in Madurai District: A Survey-based Approach

This study explores the determinants of online banking service quality in Madurai district, focusing on Convenience, Accessibility, Usefulness, Trust, Information Quality, and Security. Using factor analysis and mean ranking, the research identifies Security as the most critical factor, followed by Convenience. These findings suggest that robust security measures and userfriendly services are essential for enhancing customer satisfaction in online banking.

Analysis of Innovation and Technology in Banking

As proven by both private and public banks, IT-enabled innovation has had a substantial influence on a range of industries, including banking. These financial institutions value innovation and have achieved success as a consequence of technical breakthroughs. The increased competitiveness has compelled all players to act more rapidly. As a result, public sector banks have experienced substantial transformations, and consumers are now confronted with a slew of new options. These banks, which previously depended on traditional methods, are now proactively getting out to the public through billboards, FM radio, and other media outlets. In addition, endorsements from famous people are becoming more common in government entities. The widespread usage of basic banking processes has increased banks' need to innovate. Client satisfaction increases as a consequence in both public and private banks. The study's purpose is to investigate how new technology affects customer satisfaction in Bhopal's public and commercial banks. Customer data obtained from these banks was reviewed, with substantial results. In terms of innovative successes, private banks outscored state banks, according to the poll. Rising banking rivalry is widely considered to have had an immediate influence on how financial institutions prioritize customer-oriented operations and define company goals. Considering the significance of technology and innovation in the modern economy for strategic management, business development, and economic success, new approaches to understanding the relationship among technological innovation and financial services are critical. These unique strategies are required for gaining an advantage over the competition. With this in mind, the goal of this study is to investigate the basic implications of technological innovation on financial services at the bank's location level, specifically through an examination of customer-facing staff input. According to the findings, information and communication technology is critical to the sector's performance. The paper also examines the empirical study's practical implications, strengths, and limitations.

THE IMPACT OF DIGITAL BANKING ON CUSTOMER SATISFACTION AND LOYALTY IN COMMERCIAL BANKS: A SYSTEMATIC LITERATURE REVIEW

This literature review paper aimed to examine the influence of digital banking on customer satisfaction and loyalty in commercial banks through a systematic literature review. The researcher conducted a comprehensive search of electronic databases and applied inclusion and exclusion criteria to select the most suitable articles. The eligibility criteria included studies published between 2006 and 2022, focused on digital banking, service quality, customer satisfaction, and customer loyalty, and used qualitative, quantitative, and mixed-methods research conducted in any country worldwide. Data analysis involved examining statistical findings from individual studies using Microsoft Excel, and the study analyzed 146 papers published in the field. The results showed an increase in the number of papers published each year, with a focus on topics such as customer satisfaction, customer loyalty, and customer unswerving behavior. The majority of authors used descriptive research designs, while empirical studies were used the least. Male authors had the most articles published, while female authors had the least. Pakistan and Nigeria published the highest number of articles. The findings give insights for commercial banks to enhance their digital banking services to enhance customer satisfaction and loyalty.

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

Do product offering and service quality affect customer satisfaction in Islamic and conventional banks? Evidence from an oil-based economy

Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and other statistical analysis methods. Design/methodology/approach The data were collected from 461 Islamic and conventional bank customers in Qatar via a survey and several tests were used to test certain hypotheses. Component analysis, factor analysis and gap and ascendency analysis were used in this study. Afterward, a correlation analysis and regression model were used to examine the hypotheses and validate the instruments used. Findings The results show that regardless of the type of bank, customers always have greater expectations of the services than they had perceived. A customer’s expectation of the product on offer is the only dimension that is significantly different in relation to the two types of banks. However, reliability, competence, responsiveness, credibility and empathy dimensions are significantly different of the two types of banks in customers’ perception of quality. In addition, the results suggest that both types of banks need to concentrate their efforts on the product offering, competence and courtesy dimensions. Research limitations/implications The size of our sample of Islamic and conventional banks is unequally balanced. Future studies might therefore choose an equally balanced sample. Practical implications Bank managers in both types of banks need to continue improving the quality of their service including product offering and to adopt advanced methods to enhance customer satisfaction (CS) and reduce the gaps in quality in the dimensions used. Furthermore, managers in both types of banks need to put more emphasis on product offering, competence, courtesy and communication if they wish to improve SQ. Moreover, Islamic banks must guarantee that they possess competent, highly trained personnel who are familiar with Islamic finance products, so as to enhance the quality of service and attract customers. Originality/value To the best of the author’s knowledge, this is the first study to investigate the effect of product offering and other dimensions of SQ on CS in both Islamic and conventional banks by using 11 dimensions of SQ. In addition, it provides evidence of gaps in SQ, at the dimensions level, for both types of banks in an oil-based economy. The results of this study are valuable in helping decision-makers and bank managers who wish to raise the level of SQ and improve CS and in validating the results from other countries with a dual financial system.

Comparative Analysis Of Information Quality, Systems, Services And Mobile Banking Customer Satisfaction Between Government Banks, National Private Banks And Regional Banks

Comparative Analysis Of Information Quality, Systems, Services And Mobile Banking Customer Satisfaction Between Government Banks, National Private Banks And Regional Banks